Job Summary

We are seeking an experienced and passionate Call Center Supervisor to lead our customer care team. In this role, you’ll ensure our clients receive top-tier service from first contact to aftercare, while supporting a high-performing team of agents specialized in SG Group’s beauty offerings.

Key Responsibilities

????‍???? Team Supervision & Leadership

Supervise daily operations of the call center (calls, WhatsApp, social media inquiries, and live chat).

Coach and motivate agents to deliver excellent client service aligned with SG Group’s premium brand image.

Manage schedules, shift rotations, and handle real-time task assignment.

???? Client Experience Management

Ensure prompt and professional handling of appointment bookings, service inquiries, follow-ups, and client concerns.

Handle escalations and special requests (e.g., VIP clients, sensitive cases).

Ensure agents have up-to-date knowledge of SG Group services like PRP hair treatments, lash extensions, microblading sessions, and skin rejuvenation packages.

???? Performance Monitoring

Track KPIs such as response time, conversion rate, call handling time, and customer satisfaction scores (CSAT).

Provide regular feedback, coaching, and performance reviews for agents.

Identify gaps in performance and provide action plans for improvement.

???? Training & Development

Support onboarding and continuous training programs focused on service excellence and beauty-specific knowledge.

Coordinate with service branches to keep staff informed on new techniques, promotions, and updates.

???? Reporting & Strategy

Generate weekly and monthly reports for management.

Provide insights on client feedback, recurring concerns, and opportunities to improve service flow.

Collaborate with marketing and operations to align messaging and promotional efforts.

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.css-o171kl{-webkit-text-decoration:none;text-decoration:none;color:inherit;}Call Center Supervisor

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Call Center Supervisor